Dream Vegas Casino - Бонусні виграші гравця анульовано.

Hello

I am writing today as I am currently in a frustrating situation with Dream casino.

I deposited funds - £367 and won a big amount and got lucky for once.

after the withdrawal was pending, I received an email saying that I won the money against their terms and conditions. They claim. Using bonus funds I deposited more than £5 bets which isn’t aloud.

I believe this not to be the case, with evidence I have. I am right by saying cash balance is used before a bonus balance. I have a screenshot of my cash balance/bonus and the bonus is at 0.

This was a fair win, they are trying to just return my deposit and not pay out.

I am now currently locked out of the account and haven’t had a reply from any emails I’ve sent for a few days now.

Dear JoeMorgHa,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found (here):

Restrictions on the offer

The maximum bet you can place using your bonus funds is £5. Should you wager higher than this amount using your bonus funds, we reserve the right to revoke such bonus funds and remove them from your account

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet.

Please do not hesitate to forward your game history along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi

thanks for your reply, that’s is a good idea about adding a programme to stop this from happening.

I am afraid I cannot post that gaming history information as I have been locked out of the account.

With one of the pictures I provided, I do only have a cash balance, bonus balance being 0. The cash balance always gets used first I’m sure, therefore I didn’t have a bonus balance to bet more than £5

Thank you, JoeMorgHa, for taking the time to share the forwarded screenshots with me. After reviewing the information provided, it appears that you placed several bets that exceeded the maximum allowed limit while you had an active bonus. While I understand that you may have thought that using your real money balance first justified your actions, it's important to remember that when a bonus is active, promotional rules must be followed until the bonus wagering is completed.

Following the rules set by online casinos is crucial to ensure fair play for all players, and it's essential that all players adhere to these rules. If you have any questions regarding bonus terms or betting limits, it's always best to review the casino's terms and conditions or contact customer support for clarification.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Hi,

yeah after reviewing it myself it seems that is the case. Therefore that balance has been taken away. Never will I get that lucky again. As i definitely didn’t with the deposit that I was issued back and I am now very upset.

I agree on the fact that a prevention should be put in place by the casino to stop wagering of a higher amount than the limit with a bonus fund.

That money would of changed my life

I apologize for not being able to provide more assistance in resolving this case. Please feel free to reach out to us if you encounter any problems with other casinos in the future. However, due to the reasons mentioned above, I must reject this complaint. Thank you for your understanding.